Implementation Consultant - Contact Centre, CX

Contact Centre Solutions are re-imagining the Customer Experience across the world. This enterprise software company are already one of the top 5 global specialists in ERP, Field Service, CRM, Workforce Management and HCM solutions, and intend to be in the top 5 for Contact Centre systems.

They have developed a fully scalable Contact Centre Management solution that enables all-channel, all-device, all-location communications so you can engage with your customer from any platform, whether it's email, social, live chat, phone, or a 3rd-party service.

It allows for full omnichannel functionality including voice, telephony, automatic call distribution, video, live chat, SMS, intelligent routing, CRM, call centre and mobile devices. They have spent 4 years developing this software with a team of 25 UK based developers, many of whom are telephony programmers (highly skilled and very expensive) and they have created a solution that is market leading and competes squarely with the Microsoft Omnichannel solution and others.

They need Consultants (Contact Centre / Call Centre / CX) who have worked on implementations of call centre / contact centre solutions with products like RingCentral, NICE, Genesys Cloud, inContact, Verint, Vonage, Amazon Connect, Salesforce, Five9, TalkDesk, MS Dynamics CX and Microsoft Omnichannel, Twilio Flex, Alvaria, Solgari, Cisco etc.

They have 3,500 staff around the world, everyone can work remotely. For these CX Implementation Consultant roles, you can be based anywhere in the UK, or Germany or the Nordic countries. Salary to £70,000, plus £6,000 car allowance and 10% bonus, plus private medical insurance, rewards and incentives and state of the art tech for your home office.

You will work across industry verticals, with some of Europe's largest businesses, to transform their customer experience, reduce operational costs and improve customer and employee engagement, by implementing their new digital CX / Contact Centre transformation solutions. These can be new grass roots implementations, but often, you will be replacing legacy call centre systems, and moving the client to a state-of-the-art cloud contact centre solution.

Who are you?

• You are a subject matter expert in digital customer experience technologies and contact centre solutioning who can implement solutions that will transform the customer experience

• Solid contact centre solutions implementation experience working with call recording, WFM, voice, live chat, intelligent routing solutions, and CRM integration

• You create great customer relationships to deliver excellent solutions and drive the roadmap forward

• Strong problem-solving ability, you can break down complex issues, understand them and resolve the problem through to completion

• Skilled at getting the clients' requirements and translating them into sound designs and efficient implementations

• You can explain technical details and diagrams simply to non-technical teams

• Proven experience on working on multiple projects across multiple disciplines

• You believe that if everything a client's internal system already knows about their customer can be immediately available upon the customer's call, then their team will be better prepared to deliver on the customer's needs

The new Contact Centre Solutions team here is going to experience huge grown in the next few years. If you are heavily involved in implementing call or contact centre solutions than joining this team now would be a great opportunity. All roles are fully remote, anywhere in the UK. They are happy to talk to UK based Consultants and to people living in Germany or the Nordic countries.

Contact Jake King or Carolyn MacLurg for all the details of the roles.